Easy Fixes

Introduction

Although the Helpdesk and your Account Manager are always here to help you with any questions you have, there are some issues that users can come to you with that have quick easy fixes.

This page has some of the more common user queries that you will encounter, all stored in one central place!

Changing a Users Password

Please Note: If your users are not using Manual authentication for their accounts, these methods will not work for your setup. In these cases, if you are unsure on how to reset your users password, please contact the Helpdesk and they will be happy to help you through your specific instance.

Option 1 - Self-Reset

DescriptionScreenshot

The best option is often the easiest!

If a user ever forgets their password, on most login pages a user is able to reset their own password using their username or email address. As a User simply click the option, enter your details, and an email will be sent to the accounts email enabling a change in password.

If this option is not available on your login page, this may be due to your authentication method. If you are unsure, please contact Helpdesk.

Option 2 - Admin Reset

DescriptionScreenshot

In the case where your users are unable to reset their own passwords, an admin is able to reset the password for a user manually from their profile.

Once on a users profile you are then able to edit their profile and change their password.

SCORM Easy Fixes

There are some easy ways to prevent issues in SCORMs; we suggest that you ensure all users have a Strong Wired Internet Connection; each user should ensure that each time they wish to exit a SCORM activity, they use to 'Exit Activity' option located to the top right of the page; and no each attempt should be completed in reasonable time and a user should not leave their desk during an attempt, as an attempt can timeout in this time. You can further minimise the chance of this problem by urging users to complete each SCORM in one sitting rather than completing half the module and then returning to an attempt a few days later. This will mean a user only has to click the 'Exit Activity' button once at the end of each attempt, and minimises chances for a timeout.

Stuck on Resume

1. Summary

DescriptionScreenshot

In some rare cases, users can become stuck on the resume option when continuing a SCORM. This problem is caused by either a browser time out or by a user exiting the SCORM incorrectly, and will cause a user to be unable to resume their attempt by clicking on the 'Yes' or 'No' options.

2. How to Diagnose

DescriptionScreenshot

This issue will usually be brought to your attention by a user. They will complain of being shown a resume screen as normal, but being unable to click the 'Yes' or 'No' options. There is no way to test this particular issue without being with the user using their login.

3. Solution

DescriptionScreenshot

For this issue, as an Admin, you are able to login as the user using the 'Log in As' function on their profile and try to resume the attempt for the user. Once the attempt has been resumed, the admin can click the 'Exit Activity' button, and log out of the users account. This will correct the issue 9 times out of 10. However in some cases you will need to delete the users latest attempt to allow them to start from the beginning of a new attempt.

Result Not Recorded - Incomplete

1. Summary

DescriptionScreenshot

Occasionally due to a number of potential factors, users can finish a SCORM attempt and have not received a score to Moodle which will result in a user not receiving a tick in their completion box on the course page.

2. How to Diagnose

DescriptionScreenshot

To diagnose this issue, you will first need to check for the users completion status. There are a number of ways to do this however we find the easiest is to check in the Reports Tab on the activity. This Reports Tab can be found after going to a course page and clicking on your given activity. The tab will be located just above as per the Screenshot image.

Once in the Report Tab, you are able to filter down to your problem user and find each of their recorded attempts.

In this instance you are able to click your users most recent attempt number to see their current status for that attempt. If this status is showing as 'Incomplete' then this is the cause of the issue.

3. Solution

DescriptionScreenshot

When an incomplete attempt is the cause of the issue, then the fix is simple. The user will need to finish the attempt.

Ask the user to go the course page, enter the activity and click the enter button. There is no need to start a new attempt in this case. The user should then be met with a resume message. Click 'Yes' to resume the attempt. This will take you back to the last saved point in the SCORM. Please be aware that this is not always the final slide of the SCORM. When the user has reached the end, then they must click on the 'Exit Activity' button to complete their attempt and receive a status.

Result Not Recorded - Preview Attempt

1. Summary

DescriptionScreenshot

Occasionally due to a number of potential factors, users can finish a SCORM attempt and have not received a score to Moodle which will result in a user not receiving a tick in their completion box on the course page.

2. Diagnose

DescriptionScreenshot

To diagnose this issue, you will first need to check for the users completion status. There are a number of ways to do this however we find the easiest is to check in the Reports Tab on the activity. This Reports Tab can be found after going to a course page and clicking on your given activity. The tab will be located just above as per the Screenshot image.

Once in the Report Tab, you are able to filter down to your problem user and find each of their recorded attempts.

In this instance you are looking for there to be only 1 attempt marked as 'Failed'. You are able to click your users most recent attempt number to see their current status for that attempt. If this status is showing as 'Failed' and there is only 1 attempt then you can fairly safely assume that the user has not selected 'Start a New Attempt'.

3. Solution

DescriptionScreenshot

Once you have diagnosed this as the cause of the issue, then you must ask the user to re-complete the activity remembering to select 'Start a New Attempt' before clicking the 'Enter button'.

The 'Start a New attempt' option is located directly above the 'Enter' button, and will only appear after the user has finished their first attempt. It is important for all users to select this option upon each new attempt or their results will not be recorded by RoadMap.

Quiz Easy Fixes

Quiz issues are rare, and usually caused by users misunderstanding the question, or by the activity being setup incorrectly. The simple rules for minimising issues on quizzes are to make questions understandable and to follow our guides and tips on how to correctly make quizzes. - How to Add a Quiz to a Course

User Not Receiving a Tick

1. Summary

DescriptionScreenshot

Quizzes will quite often have some questions that require more than one correct answer. This can sometimes throw some users off as they have not read the question fully. Although this is not a very common problem, you are likely to come across it at some point and knowing how to correctly diagnose it is very useful to know for various reasons.

2. How to Diagnose

DescriptionScreenshot

As this 'issue' is caused by the user incorrectly answering the question, the way to diagnose is through a form of report. This report will show you what score the user has received, and what questions have what scores.

To access this report, as an admin, go to the course page, click on the activity and to the top right of this page; click on the cog dropdown and select 'Results'.

3. Solution

DescriptionScreenshot

In your reports area, you will be able to filter down to each user and see all the results for each attempt. This will allow you to see if a user has missed a mark on a particular question.

From here you then able to ask the user to re-complete the quiz ensuring that the answer the questions fully.